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AWWA G420-2024
Communication and Customer Relations
The purpose of this standard is to de?ne the minimum requirements for establishing an e?ective communication and customer relations plan for a water and/or wastewater utility. An e?ective plan enhances the general public perception of the utility through frequent and focused communication with utility customers and stakeholders. Among the many bene?ts of a communication and customer relations plan are increased understanding and support of sustainable rate structures; greater tolerance for service interruptions; better cooperation to keep construction projects on schedule; and improved response to customer-billing issues, resulting in timely payment of bills.
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AWWA: American Water Works Association [awwa]